Pengaruh satisfaction, self-brand connection dan emotion during service terhadap attitudinal loyalty yang di intervening oleh customer engagement pada bank = The effect of customer satisfaction, brand relationship, and emotional relationships on loyalty attitudes intervening by customer involvement with the bank

Slamet, David Kurniawan (2020) Pengaruh satisfaction, self-brand connection dan emotion during service terhadap attitudinal loyalty yang di intervening oleh customer engagement pada bank = The effect of customer satisfaction, brand relationship, and emotional relationships on loyalty attitudes intervening by customer involvement with the bank. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This study aims to determine the effect of brand relationships on customer engagement, to determine the effect of satisfaction on customer engagement, to determine the effect of emotional on customer engagement, to determine the effect of customer involvement on loyalty. The sampling method used in this study is non-probability sampling. Non-probability sampling is a sampling technique that does not provide equal opportunities for all members of the population to become research samples. In this study, the object of this research is consumers who become banking customers in Indonesia. The number of samples used in this study were 210 bank customers in Indonesia. The conclusion in this study is that Brand Relationship affects customer engagement. Therefore, it can be concluded that H1 is accepted, customer satisfaction has an effect on customer engagement. Therefore, it can be concluded that if H2 is accepted, customer emotion has an effect on customer engagement. Therefore, it can be concluded that H3 is accepted, customer involvement affects customer loyalty. Therefore, it can be concluded that H4 is accepted./Penelitian ini bertujuan untuk mengetahui pengaruh antara hubungan merek terhadap keterlibatan pelanggan, untuk mengetahui pengaruh antara kepuasan terhadap keterlibatan pelanggan, untuk mengetahui pengaruh antara emosional terhadap keterlibatan pelanggan, untuk mengetahui pengaruh antara keterlibatan pelanggan terhadap loyalitas. Metode penarikan sampel yang digunakan dalam penelitian ini adalah non-probability sampling. Non-probability sampling adalah teknik pengambilan sampel yang tidak memberikan peluang yang sama bagi seluruh anggota populasi untuk menjadi sampel penelitian. Dalam penelitian ini yang menjadi objek penelitian ini adalah konsumen yang menjadi nasabah perbankan di Indonesia. Jumlah sampel yang digunakan dalam penelitian ini sebanyak 210 orang nasabah bank di Indonesia. Kesimpulan pada penelitian ini adalah Hubungan Merek berpengaruh terhadap keterlibatan pelanggan. Oleh karena itu, dapat disimpulkan bahwa H1 diterima, kepuasan pelanggan berpengaruh terhadap keterlibatan pelanggan. Oleh karena itu, dapat disimpulkan bahwa H2 diterima, emosional pelanggan berpengaruh terhadap keterlibatan pelanggan. Oleh karena itu, dapat disimpulkan bahwa H3 diterima, keterlibatan pelanggan berpengaruh terhadap loyalitas pelanggan. Oleh karena itu, dapat disimpulkan bahwa H4 diterima.

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